It all began with the 6.41am Derby to St Pancras train. And since that first service 10 years ago this week, East Midlands Trains has worked hard to deliver significant improvements for customers right across its network.

More than 235 million passenger journeys have been made on East Midlands Trains services over the past 10 years, helping to connect people with jobs, housing and leisure opportunities, as well as bringing business closer to their customers and helping local communities thrive.

Jake Kelly, managing director of East Midlands Trains, said: “As we celebrate 10 successful years, I’d like to pay tribute to the 2,000-plus strong team of colleagues who show a huge amount of professional commitment day after day.”

Customers have benefited from travel on the UK’s most punctual long distance services, a record held by East Midlands Trains for more than eight years of its franchise.

They have also seen millions of pounds worth of investment, with more than £12m spent on station improvements, such as better toilets and waiting facilities as well as major programmes including the multi-million pound transformation of Nottingham station, carried out in partnership with Nottingham City Council and Network Rail.

In addition, 2,500 new cycle spaces and 1,000 extra car parking spaces have been installed across the network.

Well over £30m has been spent refurbishing all 94 trains in the fleet and the Class 158 trains operating on the local routes are in the process of being refurbished again with extra features such as at-seat USB points.

Three new stations have opened at East Midlands Parkway, Corby and most recently, Ilkeston, where passenger numbers are already higher than forecast since its opening in April this year. Additional services have been launched on many routes, with a brand new weekday and weekend timetable on the Nottingham to Lincoln route and the launch of an extra train each hour between Sheffield and London.

A member of the East Midlands Trains team is now available for customers to talk to around the clock with the launch of the 24/7 Customer Contact Centre, which links through to every station on the network via a specially installed help-point.

Mr Kelly said: “We’ve achieved a huge amount together over the past 10 years and delivered some fantastic improvements for customers. But as well as looking back over what we’ve done, it’s also important that we remain focused on the future.

“We’ll carry on running this franchise until at least 2019 and there’s still plenty of work to do before then, including the major upgrade of Derby station, and working with Network Rail to deliver the infrastructure improvements needed to improve journey times on the Midland Main Line route.”

East Midlands Trains employs more than 2,000 people working in a variety of customer-facing and support roles, and as one of the biggest employers in the region, has recently been named as a Top Employer by the Top Employees Institute and as one of the UK’s Best Employers for Race by Business in the Community.

Customers also remain happy, with the latest independent passenger survey stating that 89 per cent of people were satisfied with their East Midlands Trains service, a 10 per cent improvement since the start of the franchise.

Tim Shoveller, managing director of Stagecoach Rail, added: “I am very proud of the huge amount of work that’s been done over the past decade to improve rail services for customers travelling with East Midlands Trains.

“As one of the biggest employers in the region, we have also invested significantly in the skills of our people at East Midlands Trains, providing opportunities such as apprenticeships and encouraging new people into the industry through our train into work programme.

“As one of the country’s biggest and most experienced rail operators, Stagecoach has developed extensive experience of running some of the UK’s most important commuter, regional and inter-city rail services which has given us unrivalled insight into the needs of all of our different customers.

“The improvements we have delivered on East Midlands Trains are testament to this and we will continue to work with our partners to make sure the huge investment going into the railway delivers the best future for customers, communities and our workforce,” concluded Mr Shoveller.

Staff profile: Lorraine Smalley

Lorraine Smalley has worked for East Midlands Trains for 10 years

From pop stars to fledgling travellers, Lorraine Smalley has seen and welcomed them all. Welcome to the world of an East Midlands Trains’ customer welcome host.

Having worked for East Midlands Trains for 10 years, Lorraine has been one of the first faces that visitors to Nottingham train station have been greeted by for a decade.

Before that visitors may have spotted her making the trains spick and span in her role as a train cleaner, which takes her service to Notts travellers to an impressive 16 years. But just what is a customer welcome host? We asked Lorraine for the nitty gritty...

“I absolutely love my role,” says Lorraine. “The friendliness of the employees, the company and dealing with the passengers… when I got this job I never looked back.”

Based at the front of the concourse of Nottingham Station, this cheery host says no day is the same, although one question is – the one which passengers frequently ask her: ‘What platform do I need?’.

But as she runs through just some of her duties it is clear that this is a varied role.

“I help with the systems, mingle with the passengers – I love the banter with the elderly ladies and gentlemen – help with the ticket machines and advise on routes, assist disabled travellers coming on and off the trains and platforms, sell tickets, meet trains, conduct security checks and keep everyone safe and happy.”

Lorraine’s role may be varied but behind it all is customer service, which is her favourite part of the job. “You meet such lovely people and if I can have a laugh and a joke with people while helping them, it’s uplifting for us all.”

Because Lorraine has worked at the station for such a long time, regular travellers recognise her and the recognition is mutual, especially when there is a celebrity in town.

“We get plenty of stars coming through and often have a quick photo with them. I was actually working when Louis Tomlinson came through the gate. He was on his way to his X-Factor audition. I got to chat to him and the next time I saw him he told me he’d got into the band [One Direction].”

But it’s not all fame and photos; Lorraine says she hears some sad stories. Stranded teenagers, those who have come to the city then lost touch with the people they came with… she helps them all get to their destinations as well as seeking medical assistance for those in need.

Lorraine, who has grown up children of her own and two grandchildren, has a lovely friendly style and plenty of empathy. Perhaps that one of the reasons she is so suited to the job.

“A lot of what I do comes naturally,” she says, "I just love helping people."

Sharing 10 years of experiences working in rail

As the franchise enjoys its 10th anniversary, two colleagues share in the celebrations...

Darren Ward, head of drivers, and Wendy Cunningham, performance analysis manager, are celebrating 10 years at East Midlands Trains.

Since joining the business back in November 2007, Darren and Wendy have grown with the business, taking on new challenges and experiencing both the highs and the lows of working within rail. We asked them about their roles...

What first attracted you to working at EMT?

Following a brief period in her career working for a bank, Wendy explains that she missed the unique aspects and culture of the rail industry.

“When I heard that Stagecoach had won the franchise back in 2007, I made enquiries to see whether there were opportunities to get back into rail.

“Shortly afterwards I rejoined the Customer Relations team. Once you work for the railway, it's hard to work anywhere else.”

Darren said: “I’ve always believed its inspirational leaders that make a successful business.”

“The two people that have inspired me, as well as supporting my personal development, are Tim Shoveller (EMT Managing Director 2007 - 2012) and Mark Steward (EMT Safety & Operations Directors 2007 – 2012). It was an easy decision, I knew any franchise with them at the helm was going to be special."

What's kept you within the business over the last 10 years?

“I’ve never felt the need to move on,” explains Darren. “East Midlands Trains feels very much like home. I feel extremely fortunate that I’ve worked for three of the best rail companies over the last 31 years.”

“No day is the same. It’s a progressive business, always evolving and full of energy,” agreed Wendy.

How have you seen things change over the last decade?

“Wow! Where have those 10 years gone?” said Wendy.

“I would say the business has matured and we’ve seen plenty of investment in technology."

Darren said: “I think we've grown far more as a business cross-functionally and have proven we are so much stronger when working together as one team.”

What's your fondest memory of EMT over the last 10 years?

“I felt immense pride accompanying three of our drivers and one of my managers when they received industry awards in recognition for what they have achieved," said Darren.

One of Wendy’s fondest memories was being part of the Direct Award.

“It was a great experience and privilege to be part of the team, alongside winning an award at the annual Customer Service Awards.”

Finally, what do you think the future holds for EMT?

“We still have a lot more to offer the industry,” said Wendy.

“There’s always a new project around the corner to enhance and develop the business and the people within it and that’s what keeps us all working here.

“It’s the future and EMT embraces that; to be the lead and develop strategies required to thrive in a challenging sector.”

Darren agrees: “It’s certainly not going to be boring - we have the route enhancements at Liverpool, Derby and Market Harborough.